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Americollect a 'Best Call Center to Work For'

Americollect333Americollect has been named a "Best Call Center to Work For" by insideARM for the ninth consecutive year. The company ranked No. 9 in the nation for large collection agencies with 150 or more employees.

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A-GAME Xtreme Contact Center Gamification Solution Short-Listed for 2017 Employee Engagement Awards Best Use of Technology

touchponeIndianapolis, IN (PRWEB) May 08, 2017 TouchPoint One, the leading provider of employee engagement and performance management solutions for contact centers, announced today that A-GAME Xtreme was named a finalist for Best Use of Technology by the Employee Engagement Summit & Awards (EE Awards).

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City University London virtualises telephony and contact centre systems

unloCity University London has moved its entire telephone system and contact centre into the cloud after deploying a virtualised communications platform from supplier Mitel. With a student body of more than 19,000 and 2,000 employees, spread across 23 different sites and generating around 5,000 support calls daily, communications is a critical element of the organisation’s overall IT estate.

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Conduent Named a Worldwide Leader in Gartner's Customer Management Contact Center BPO Report

cond21FLORHAM PARK, N.J., May 4, 2017 - Industry research firm Gartner, Inc. placed Conduent Incorporated (NYSE: CNDT), in the Leaders Quadrant of its March 2017 Magic Quadrant for Customer Management Contact Center BPO (Business Process Outsourcing), Worldwide.

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ResponseTek Introduces Listening Lab for Rapid Test & Learning Within VoC Programs

RESPONSETEKVANCOUVER and LONDON, November 24, 2015 - Self-serve Product Enables Instant Feedback from Focus Groups or Employees

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Transforming a Contact Center into an Insights Center

teletechnewsDENVER, Feb. 9, 2017 - Customers have simple expectations. They expect the brands with whom they do business to know who they are when they reach out. Customers also expect these brands to be able to call upon past information to quickly resolve their issues.

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Ethics, the essential component of the customer experience

eticaOn discussing customer experience tend to direct our gaze towards the service, product, space, logistics, but how we reflect upon its principles, on the ethics holding such an experience is not this the genesis of any bond that develops between customers and companies?

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New study reveals customer experience is getting worse

worseSydney, Australia – 15 September 2016 – A new study from BoldChat by LogMeIn (Nasdaq:LOGM) and Ovum reveals that customer experience has worsened over the last two years despite investments in new engagement channels.  The report, which surveyed hundreds of contact centre managers and consumers globally, found that the consumers surveyed believe it takes 6 different interactions to resolve an issue while the surveyed contact centre managers believe it takes only 1-2 touchpoints.

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'Dial-A-Lawyer' Program to Offer Free Legal Advice in Hampshire County

abogadostelefonicosNORTHAMPTON, Are you a Hampshire County resident who needs free legal advice? Next Wednesday, you'll be able to get it. The Hampshire County Bar Association will host a "Dial-A-Lawyer" call-in program on Sept. 9 from 5-7 p.m. Those with legal concerns or questions may call (413) 586-8729 during that period to speak with a volunteer attorney. If a caller gets a busy signal, they are asked to hang up and try again. Normal telephone charges will apply.

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New Study Reveals What Insurers Gain From a Great Customer Experience

Stock performance analysis from Watermark Consulting finds that being good to policyholders really does pay dividends.

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Foxtons Selects CallMiner to Improve Agent Performance and Customer Service

Fernie-Real-EstateNOTTINGHAM, England, July 14, 2015 - CallMiner, rated first in customer satisfaction for interaction analytics solutions, and Foxtons, the forward thinking real estate agency based in London and the South-East of England, announced today that Foxtons will implement CallMiner's speech analytics solution to better understand and improve customer service processes, sales performance, and market trends.

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Small Investments in Customer Experiences Deliver Enormous ROI

teletechDENVER, -- Companies are spending billions of dollars on customer experience improvements that don't really matter to their customers. To get ahead of the competition, companies need to find partners that can help them make big moves fast—saving time and costs required to put these strategies into action.

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The lessons that Mad men left us about customer experience

don draperMad Men, the brilliant American series about advertisers was a slang term coined in the 1950s by advertisers working on Madison Avenue to refer to themselves "Mad", takes us to rethink the customer experience in a holistic sense, considering it from its genesis: until purchase the product or service.

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Filipino Workforce: The IT-BPM Industry's Perfect Fit

customer-experience3The Philippines has already directly employed 1.2M last 2015 and this year is on path to pave the way for an easier journey towards achieving the 1.3 million jobs target by 2016.

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Organizational learning in the collaboration’ era

colaboracioninTraditional training is still used by the companies for instruction of its collaborators and clients sometimes but this means that after these has been in building knowledge on a topic? How is the knowledge of people in an organization built? What is going on in the world?

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Spotting a Good Leader

shutterstock 107714906Today's fast growing and evolving industry has made it difficult to find what we would call “Good Leaders.” There is a very good saying by John N. Button “The qualities of strong leadership are easily understood-putting them into practice is the tricky part”. There could be a long list of reasons and justifications given by many people why it's so hard to be a good/fantastic/excellent/true leader, and all may actually be correct; it's mostly the situations or incidents around us that make leaders, and experience molds these leaders and grows them to become even better leaders.

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Emotional intelligence: do we can help our partners to develop it?

INTELIGENCIAEMOCIONAL2Human relationships are always complex, but for some people and in certain environments it is more difficult interact with peers, bosses and clients. It is when will highlight the tools provided us emotional intelligence, in the way that we interact with each other independently of the existence or not a conflict.

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Inaya Medical Center Transforms Customer Engagement with Viacomms and Avaya

AVAYASpecialty Medical Center in Kuwait Implements State-of-the-Art Contact Centre to Streamline Patient Care

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Customer Satisfaction, what is the value of the agents support in the customer's experience?

trabajo In the 1950s, long before that arise as call centers, the technological development boom installed a myth: that machines were going to remove human jobs, it was feared technology to place the people of the world of work. Today, in times of drones, digital channels and automation that myth reappears, although not with the same force. However, the annual study of CSIS (Contact Center Satisfaction Index) conducted by the consulting firm CFI demonstrates the enormous value of human labour in the customer experience.

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ATO Implements Nuance Voice Biometrics to Become the First Organization to Offer Multi-Channel Voice Biometrics Authentication

voice-biometricsBURLINGTON, Mass., – January 21, 2016 – Nuance Communications, Inc. (NASDAQ: NUAN) today announced that the Australian Taxation Office (ATO) has further expanded its voice authentication program by integrating Nuance’s voice biometrics technology into its mobile app. As the first organization to implement a multi-channel voice biometrics authentication process, the ATO aims to improve the overall experience across the contact center and mobile app for taxpayers, with over 1.5 million people already enrolling a voiceprint.

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Positive Surprises for Customer Make

caferougeIf I'm thinking about my experiences as a customer with Natwest bank years ago, when I was living in Luton, I would probably not recommend the Bank or their services to anyone. My positive experience began when I went back to Spain and I started using the online banking services. Then last Christmas, I experienced what I could only describe as a positive feeling towards one of the most important banking brands in the United Kingdom.

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